Authors

Abstract

The aim of this study is to measure the perceptions of the Dr. Zakir Husain Library users as they relate to quality service and to determine how far the Dr. Zakir Husain Library has succeeded in delivering such service to its users. The research was carried out among the students of the Jamia Millia Islamia, New Delhi. A questionnaire was used as the data gathering instrument. The instruments for data collection consisted of structured questions. All the closed ended questions were designed to elicit responses on a five point Likert scale to measure both respondent satisfaction and perception of service quality. The results would appear to indicate that the Dr. Zakir Husain Library is not lacking in quality of service. Studies of both theoretical principles and experimental implementations demonstrate. This article includes description of the planning, implementation and maintenance of the quality management system by the library, along with continual improvement efforts to provide quality service to the library clientele. This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction.